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In practice, the vast majority of customers make their complaint soon after the event and, where they remain unhappy with our first response, escalate matters quickly.

Although our 鈥溾€� section on the gov.uk webpage asks customers who are unhappy with our service to let us know 鈥渁s soon as possible鈥�, we do not impose a strict deadline. While we would expect most customers to contact us shortly after the issue giving rise to the complaint occurred, there may be reasons why a particular customer was either unable to or chose not to. Rejecting a complaint because it is made too long after the event will be the exception rather than the rule, and in any case where you are contemplating taking such a line, you should first consult CCAST. Remember, if we refuse to take on a complaint and it is subsequently taken on by the Independent Adjudicator or the Parliamentary and Health Service Ombudsman, we will have missed the opportunity to put right any mistakes beforehand.